Otrium Reviews 

Not a fan of their return policy. If you want something to be solved, it's only AI that keeps answering so don't expect any human help.

My order was not created.
There is a chance I might have misspelled my email ID, but the customer service is just an AI chatbot that cannot operate beyond a script.
Seeing other reviews here, I really hope I either get the order or at least get my refund.
Update: end of 3 working days, no refund, no communication.

The prizes are good
But stays bying online
When stuff does not fit, or looks different and you need to return you need to pay shipping and return costs
14 euro almost while having nothing
That is quite simething

I sent them a simple questions via their contact form. Still no answer after more than a week. What is going on?

Excellent customer service – genuinely impressed!

I was genuinely impressed by how Otrium handled my recent issue from beginning to end.

The AI agent responded very quickly, understood the situation perfectly, and provided a clear and comprehensive response. When the case needed further attention, it was smoothly handed over to a real person, without me having to repeat everything all over again.

What impressed me most was that Otrium took ownership of the situation and focused on finding a solution, rather than leaving me to deal with the problem myself. They arranged a full refund while also contacting DHL on their end to investigate what had happened.

Things don't always go perfectly, but what really matters is how a company handles things when something goes wrong. Otrium handled it exceptionally well and made me feel genuinely looked after as a customer.

This experience has definitely turned me into a loyal Otrium customer. 😊

I even told my sister about it, and her reaction was: “This makes me want to shop from Otrium too!” I think that says it all.

Thank you, Otrium, for such a great customer experience!

Prima service

Missende jeans niemamd antwoord in chat en mail

Ordered a pair of shoes where the UK size received was different to the UK size ordered (even though EU size was the same). Returned straight away and have been waiting over 2 weeks for any update on return/refund process.

AI customer service (Oliver) only validates that you've got a proof of postage, then completely stops responding. No customer agent is ever online via their chat function "There’s currently no live agent available.", despite checking multiple times, multiple days in the stated support hours.

There's no other way to contact from the UK as they wont answer social media DMs, wont reply to the email threads post confirming you've sent the return (Oliver), and noone is ever on chat.

Unless you 100% know you will keep your product (and are convinced you will be sent the correct item for that matter), be aware of ordering from this company!

Good quality jeans and excellent service.

So far I am satisfied with Otrium quality and nice clothes

So far everything arrived in good quality and on time. And the returns process was also smooth with minimal hassle. Some of the discounts on luxury brands are really juicy.

Good discounts, but the quality is clearly outlet level. I have ordered here several times, and in my experience around half of the items had a small defect, such as a missing button, minor damage, or even a security tag still attached.

The problems are usually not serious, but they are often just annoying enough to make you wonder whether it is worth returning the item. If you are happy to accept small imperfections in exchange for a lower price, this store may suit you. Just do not expect every item to arrive in perfect condition. You get what you pay for.

The return cost is too high specially since we have to pay for the shipment!
So if something doesn’t fit well and we have to return it in a way we already paid about 14 euro for nothing

Not good help from customer service

Good product, better than expected!
Fast shipping and delivery.

My order was charged twice, in the faq page it was told i should wait 3 business days for it to get refunded. After that I tried to get in contact via mail, contact form and telephone. No one answers back. I am a student and already in tight budget, this puts me in more hardship even. My order number is ODE-826122, and I was charged 168 Euro twice. I have already sent my bank statement in my contact form.

Very disappointing experience with Otrium.

I placed an order ONL-2885435 and received multiple problematic items. One item was completely wrong, I ordered a silk blouse and received a totally different turtleneck instead. In the same order, another item arrived damaged, with a hole that looked like it had been covered with tape. This is unacceptable quality control.

I contacted customer service and their AI assistant sent me a discount code for free shipping and 10% off my next order, so I could reorder the correct item before it sold out. The code did not work. Later, customer service told me the code was “not active” and “should not have been shared with me”, and claimed the AI bot had already explained that I needed to return the item first. This is simply not true. The bot clearly wrote that I could use the code at checkout on my next purchase, and only mentioned the return as a reminder afterwards.

So now I am stuck because of their mistake: I received the wrong item, a damaged item, an invalid code, and misleading information from their own system. Instead of fixing the issue quickly, they are asking me to follow a return process first, while the correct size may sell out.

This is not a good customer experience. It feels chaotic, unreliable and very unfair to the customer. Otrium should take responsibility when their system gives incorrect information and when damaged or wrong products are sent.

I would not recommend ordering from them unless you are prepared to deal with poor quality control and frustrating customer support.

Fast delivery and good price. Products size fits perfectly

I ordered an item (OFR-179255), but I never received it and DHL never contacted me; I’m convinced the problem lies with them. The DHL website states that the parcel was returned to the sender (Otrium). However, it’s been over a month and I still haven’t received a refund.

I contacted their customer service and a bot replied that it would be sorted out. I wonder when, because a month and a half is long enough.

It’s impossible to speak to a human either; this is the worst e-commerce brand there is.